Upload
ren-pope
View
184
Download
1
Embed Size (px)
Citation preview
@info_doRen Pope
From User to GlobalA Spectrum of Experience
@info_doRen Pope
A Model for Experience
INTERFACE GOAL PRODUCTION
EXPERIENCE
ENVIRONMENT
EXPERIENT
UX CONTROL
@info_doRen Pope
USER EXPERIENCE
@info_doRen Pope@info_doRen Pope
The User Experience
• Iceberg
@info_doRen Pope
ORGANIZATIONAL EXPERIENCE
@info_doRen Pope@info_doRen Pope
Do Organizations Have Experiences?
INTERFACE GOAL PRODUCTION
EXPERIENCE
ENVIRONMENT
EXPERIENTLeicester City F.C.
The Football Match
Opponent
Fans
Arena Win!!!
Training
Medical
Recruiting
Transportation
Facilities
Equipment
Grounds Keeping
Administration
@info_doRen Pope
@info_doRen Pope
What is an Organization or a Group?
@info_doRen Pope
Capturing Organizational Experiences
Why?
• Improve performance/Efficiency• Improve morale• Improve other Experience
How?
• Tightly define the experience• Determine who is involved• Contextual observation• Asset inventory• Environment
Outcomes
• Define Information Sharing• Design UX/UI• Suggest improvements to environment and processes
@info_doRen Pope
Capturing Organizational ExperiencesDefining the Experience
Serving a customer Landing a plane
@info_doRen Pope
Capturing Organizational ExperiencesDetermine who is involved
Who Role Location
Flight Crew Experient Aircraft
Radar Approach Experient RAPCON
Tower Controller Experient ATC Tower
Radar Approach Supervisor
Production RAPCON
Tower Supervisor Production ATC Tower
Weather Observer Production ATC Tower
Runway Maintenance
Production End of Runway Shack
@info_doRen Pope
Capturing Organizational ExperiencesContextual Observation
3:18:42
3:18:42
3:18:42
@info_doRen Pope
Capturing Organizational ExperiencesAsset Inventory
POS Console
House PhoneIntranet
ManagerTablets
Daily BulletinClip Board
@info_doRen Pope
Capturing Organizational ExperiencesMapping the Physical Environment
PhoneIntranet“Sneakernet”
F2F Meeting
Take Action
@info_doRen Pope
Capturing Organizational ExperiencesOrganizational Profiles
Dewey Cheatum&Howe
A small law firm
Partners
Assoc
Tech Staff
Clients
3
5
No
35
Tech Assets
Tech Adaptability
Info Efficiency
Experience
Dewey Cheatum&Howe is a small law firm, lead by fairly senior, partners. The firm has done well and they have invested a lot in IT infrastructure, but they have not implemented most of what they have purchased. The staff is frustrated that information does not flow between the partners and the rest of the firm.
@info_doRen Pope
Capturing Organizational ExperiencesOrganizational Profiles
@info_doRen Pope
ENTERPRISE EXPERIENCE
@info_doRen Pope@info_doRen Pope
Enterprise ExperienceWhat is an Enterprise?
@info_doRen Pope@info_doRen Pope
Enterprise ExperienceEnterprise Challenges
• Different/Competing sub organizations, microcultures• Different Infrastructure• Geography
@info_doRen Pope
Enterprise Experience
Department Revenue
Football $48,761,850
Law $26,800,000
Social Work $8,900,000
Engineering $210,000,000
MissionWe exist to advance the well-being of the people of Ohio and the global community through the creation and dissemination of knowledge.
Competing Experiences
@info_doRen Pope@info_doRen Pope
Enterprise ExperienceEnterprise Architecture: An Exercise in Alignment
Interfaces Goals Production
Interfaces Goals Production
Interfaces Goals Production
Interfaces Goals Production
•Inventory•Analyze (Gaps, Redundancies)•Take Action
@info_doRen Pope
CULTURAL EXPERIENCE
@info_doRen Pope@info_doRen Pope
Cultural Experience
• Cultural Experiences manifest through:– Language– Perception– Customs– Actions
Þakka þér
@info_doRen Pope@info_doRen Pope
Cultural ExperienceCultural Collisions
Two Cultures Separated by a
Common Language
TerminologyOK
TerminologyPROBLEM
@info_doRen Pope@info_doRen Pope
Cultural ExperienceCulture Rule Mitigation Notes
UK/Australia/S Africa Do not use word “fanny”
Bum
US • Do not use word “fag” for cigarette
Cigarette May be controversial in most situations. Use must be approved
Korean Do not use red color fonts for people’s names
Use alternate colors for emphasis
A person’s name I red means that their name is n the book of the dead
@info_doRen Pope@info_doRen Pope
Cultural ExperienceEnhance Cultures
@info_doRen Pope
EXPERIENCE OF THINGS
Do robots dreamof experiences?
@info_doRen Pope
Experience of Things
@info_doRen Pope
Experience of Things
12:10: Nothing to report12:30: Nothing to report12:50: Nothing to report13:10: Nothing to report…
I’mBored!
@info_doRen Pope
Experience of ThingsYou
missed a spot…
Thanks
Your air vent is
clogged
Thanks
COLLABORATION
@info_doRen Pope
Experience of ThingsI’m
Bored!
I’mBored!I’m
Frustrated!PEER NETWORKINGI think
I’ve got it!
@info_doRen Pope
Experience of Things
CONCIERGE
KNOWLEDGE
ACQUISITION
@info_doRen Pope
GLOBAL EXPERIENCE
@info_doRen Pope@info_doRen Pope
Global Experience
DO NO HARM
INCLUSIVEACCESSIBLE
@info_doRen Pope